Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I test drove a Ford F150 on June 13. I was told I could get a little lower price if I had an old title to give them for anything that wouldn't be salvaged or titled and "they don't need the vehicle, it could be anything, it could even be at the bottom of a lake." NOT TRUE. They said we could bring in the title next week. A friend willingly donated a title to an old junk truck, for the discount and we did the paperwork for the 150. This all took place after I verified my deal was only a matter of paperwork and I would be able to leave with my F150, wich should only take 20 minutes. I was told to go ahead sell my tacoma to my buyer now, and we were good to go. I sold my truck to my buyer who was there, and he left. 20 minutes later I was told no deal, if the title to the junk truck were not brought to the dealership that night, and I would be stranded 50 miles from home. My friend had already left because they also told him our deal was good. Took 2 plus hours to get the dealership to accept arranging to have the title and junk truck towed in. Then Traci the business mgr. told me I had to buy a "bumper to bumper warrantee" or I couldn't leave with the F150. I protested and was pressured to sign or walk home. I also needed the passcode to unlock which they told me Ford would do for me. It was addressed with her at the signing, that I needed that passcode. She said they couldn't do it, Ford had to as they didn't have the equipment and the bumper to bumper should cover the cost if any. The next AM I had to leave on a work trip, which I informed Traci of. The GPS wasn't needed for my trip, which I told her it was at least a 10-14 day trip. On my return I did need the GPS as I had to return from another destination. Took over 2.5 hrs longe due to GPS not working. I was scheduled for inspection and cleaning within 10 days of my return, and told them the GPS issue then. Traci said it was too long and refused to fix GPS, but did fix breaks that was not a known issue before

  Business response

  09/10/2024

  Our company was very kind and curtsies in handling and taking care of all concerns towards this customer in a professional manor. Each time he had to make the trip to our dealership we filled up his gas tank and detail his vehicle. I am sorry this customer fells this way, but we fulfilled all that we agreed a pond. Traci *********
  
  

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Traci has presented you with half truths. 1. She did not fill my gas every time. I had to make 5 trips there, and she offerd only 2 gas tickets, and only had a rough cleaning detail one time not each time as she indicated.

  2. She absolutly WAS NOT extending any curtisies. Traci forced me to get a "bumper to bumper" extended warranty (that turned out to be a lie as it only covers the engine and drive train, I found out when trying to use it at a dealership to get my passcode) that I fiercly tried to reject. Traci told me in no uncertain terms that if I did not take it (the so called "bumper to bumper" I could not have the truck.(this had me stranded on a Friday night with no transportation, as I had just sold my truck at their dealership,, after they told me everything was good to go, no issues so selling my truck was safe and all I had to do was sign the paperwork and I could go.

  Next, Traci told me I had to go to a Ford dealer to get my passcode, as they did not have the equipment to do that. She instructed me to go to Courtesy Ford in Altoona (she didn't bother to tell me she had a Ford dealer in Ebensburg that could do it). At the Altoona Ford dealer I was informed that my "bumper to bumper" warranty was only engine and drive train and it would be around $89 dollars to get my passcode.
  I called Traci and she looked up my policy and then informed me the mileage was too high for "bumper to bumper" despite what she told me at the paperwork signing. Traci then refused to help me with the cost of the passcode or the GPS issue (it flat out doesn't work, which I found out on my trip that she was well aware of) 
  Courtesy Ford told me of the Luther Ford dealership in Ebensburg, (which is Traci's sister dealership) and they were professional enough to provide me with the passcode.
  3. Traci herself said during the paperwork that they had not had the opportunity to fully go through the vehicle and that they would do that after my trip. 
  Upon my return trip about 12 days I discovered when trying to use the GPS it did not work, and it took me over 2.5 hours longer to get home, because it didn't work. 
  When I finaly got to get an appointment for the detailing, inspection and oil change I told Traci and Jim the service manager that the breaks shimmied really bad, and they did take care of that, but told me I took too long to informthem of the GPS, which was the same time fram as the breaks. 

  
  Traci said how nicely I was treated...FALSE she was rude and outright lied about the warranty, and just blew it off that she told me it was "bumper to bumper" and it was not. The breaks were taken care of but she refuses to fix the GPS (same exact cercumstances and time fram she says was too long for the GPS)
  Traci said "She has no responsibility about the conditions of the truck I purchased due to the fact they had just taken it in on trade, and "I was fully responsible and should have inspected it better and told them sooner". how does that work when the breaks were a problem in the same time frame.

  I have never been lied to so many times,, or treated so poorly in my life with any purchase I have ever made in my 65+ years. No wonder they only have a C- rating with you at the BBB. Had I known this ahead of time I would never have even visited them, after all they are 50 miles from my home. Traci and the people I was involved with told me I could sell my Toyota truck and everything was good to go. After I completed my sale (right there at the dealership) they forced several things on me or they would not let me leave with the truck I was purchasing. Traci deserves to be fired for her lies and involvment in my opinion.

  My friend **** was there for most of the lies and misrepresentation, and on the phone for the other parts involving a title for a discount and false deadlines, false circumstances for the title and vehile involved. False promises of time frame for said title and vehicle. We (**** and I) were forced by the dealership to produce everything differently than eplained over 2 HOUR stretch.

  Traci needs to own up to her responsibility and the fact that she lied about the warranty, and how I was treated. Her response is totally unacceptable and untrue.

  I will keep pursuing this until I have a working GPS and Traci owning up to it. Her sister dealership is willing to cover half of the cost of the part for the GPS, but Traci refuses to help in any way.

  
   
  Regards,
  
  **** ******

  Business response

  09/12/2024

  Our company was very kind and curtsies in handling and taking care of all concerns towards this customer in a professional manor. I am sorry this customer fells this way, but we fulfilled all that we agreed a pond. Mr ****** bought a pre-owned 2016  Ford F150 with 118,788 miles as you will see in my attached documents that all work was completed as we both agreed a pond, he had every opportunity to make sure before he signed all paperwork that all components of this vehicle were in full working order. Vehicle's are a mechanical machine and we can not predict at anytime when a break down may occur, and he did not bring the GPS issue to our attention over 3 weeks after his purchase and he put on serval miles from going on his trip (wouldn't use GPS for a trip?). Again we had a staff sales event going on that week and the outside sales team sold him this vehicle, when these events go on we make sure we detail in writing everything that we owe any customer. When the paperwork was being completed we SOLD him this 2016 Ford and also Sold him the extended warranty he was never forced to purchased either he is a Adult a grown man and has to right to choose and make his own decision which he clearly did. I never told Mr ****** to take his vehicle to another dealership, he called me and told me his vehicle was at another dealership and demanded that we take care of his bill and get his GPS repaired (not in a very courteous manor or tone) I told him to please send me the repair order and I would take a look at it, but that never happen. They he did take it up to our sister store which is a Ford dealership and they did get him his door code, I spoke with the owner while Mr ****** was there  and explain the situation and they agreed to stand behind my decision. When Mr ****** phone me a few days later and I told him that we are not going to pay to have his GPS repair or course he was not very happy and said a few not so kind comment to me, he also explain that we are a car dealership you have the money to fix it, I tried to tell him that is does not work that way but of course he did not want to here that and this is were we are now. We tried very hard to make everything right and we did take care of all concerns that we both agree on, as I stated early its a mechanical machine and no one can control a break down. We have been in business for over 60 years and I have been in this business for over 29 years, my company and I try very hard to please and take care of any issue in our control in a timely manor, and I take Pride in my Job and I am very proud of our Dealership and by no means do I want anyone running myself down or my dealership it's not good business and not at all kind or courteous, but there are times when you can only do so much and in some customers eyes it's never enough. I am hoping we can put this issue to rest and no more negative comments, no one deserves that especially when your trying to help and take care of any issue. Traci *********

  Business response

  09/12/2024

  The brake concern and finishing his Pennsylvania state Inspection that was completed as agreed upon. The GPS issue was a separate concern to the customer. This customer had the vehicle over three weeks before he mentioned anything about the GPS. so these are two separate issues. Traci *********

  Customer response

  09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  One: It was 2 weeks I was going to be out of town as Traci was informend of at the time of purchase, and it was agreed, due to them just having taken this truck in on trade that they had not fully gone through evaluation of its condition and the state inspection, and detailing were agreed upon to be done after my return. Two: I did not need the GPS for my trip as I have made this trip 4-5 times a year for over 18 years so I did not know the GPS had any issues until I needed it to return from East Aurora (Buffalo Area NY).  AND on that return trip is when the front breaks began to shimmy pretty hard and that is when I brought up both issues to Jim the service manager. NOTHING about the front breaks had been mentioned up until that point. Both the GPS and front breaks were presented to them at the same time. Traci made a false statement that the breaks were a previous agreement. totally not true. Three: There is still the fact that Traci forced me into purchasing a "Bumper to bumper" warranty or I would be stranded with no vehicle at all because I was told "It was good to sell my Toyota Tacoma because our deal for the F150 was a matter of 20 minutes and I could drive it home, no worries." which may not be an exact quote but I was assured it was totally safe to sell my truck and the F150 was mine as soon as I signed. Then the forced warranty issue. Which she lied as it is NOT A BUMPER TO BUMPER, ONLY ENGINE AND DRIVE TRAIN.  Which I discovered when I tried to have the GPS and passcode fixed by a ford dealer and Traci then looked up my policy and informed me of that the milage was over the bumper to bumper limit when I complained about the expense of having those issues handled. She refused to help even though she misrepresented the entire thing. 

  The least I will accept is to have Traci's dealership cover half of the GPS part expense as her sister dealership agrees I was misled and willing to cover the other half. Period. 
  
  Regards,
  
  **** ******

  Business response

  09/18/2024

  If Mr ****** would like to fax us (###-###-####) a copy of the estimate for his GPS repair, we will agree to pay $250 towards his repair. Thank You Traci *********. 

  Customer response

  09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  First I am grateful for the fact that the Luther dealership in Northern Cambria was able to
  get me financed, due to the issues of my credit downfall after a hard separation and Covid.

  The issue remains on just how poorly I, and my friend **** ****** (my ride for 3 trips of 50
  miles each way) were treated, and the number of false promises and deceptions.
  I was forced to take an extended warranty that I flatly tried to decline several times.
  I was told I was approved and shown my payments for that approval prior to being called
  into Traci's off for the paperwork, and nothing was
  mentioned about any warranty at that time and the payments were clearly lower without.

  Traci told me flat out I could not have the vehicle unless
  I took the "bumper to bumper" warrantee (after I had sold my Toyota strictly on the basis I 
  was approved and would only take 20 minutes and I could be on my way). (over 2 hours).

  
  The warranty I was forced to buy wasn't even a "bumper to bumper" as I was told. The warranty
  is only engine and drive train when I tried to have a ford dealership which Traci recommended in Altoona,
  provide a combination passcode.

  I called Traci and then she looked it up and told me
  the milage was too high for the bumper to bumper so it only covered the engine and drive train! no opology!

  Due to the flaseness of the warranty NOT being a bumper to bumper as I was "sold", I am inclined to request the $3,130 that I was forced to pay because it was falsly presented to me on two fronts. One: bumber to bumper...NOT Two: Wouldn't be approved or able to have the truck if
  I didn't sign for it, and it was totally false that the bank wouldn't approve it without the warranty.

  Having said all that, the sister dealership in Ebensburg has graciously offerd to cover half
  of the GPS repair due to the amount of false promises and my total frustration with the lack
  of help from Traci.
  I complained heavily to her sister dealership about the way my friend 
  **** and I had been treated and misled to Alex the sales manager there. The offer is still good from her sister dealership
  and I request that due to all of the issues, falsehoods, and rude treatment that Traci work
  out the other half of the cost to fix the totally unusable GPS. Alex the sales manager
  at her sister dealership has the necessary info that he will gladly suply her.

  (By the way the dealership in Altoona was the one that told me that the Luther dealership
  had a sister dealership in Ebensburg, not Traci)

  Because of how wronged I have been, the false bumper to bumper warranty ($3,130) that 
  only covers engine and drive train, and in consideration of the amount of time it has 
  Inconvenienced me and my ride (50 mile each way) to deal with all of this, I feel it is only fair that the GPS
  issue be covered by the Luther dealership in Northern Cambria and Traci *********.

  If Traci quits disputing this and gets this taken care of in a timly fashion, I will not
  file further complaints with the BBB, Consumer Protection, PA Attorney general,
  FTC and Chrysler Jeep Corp. I do not believe that this is being unreasonable on
  my part, however I do believe it is VERY UNREASONABLE on her part to not have this
  resolved in a timly maner.

  It is just wrong to treat anyone the way I and my friend have been treated, and 
  having to deal with all the misinformation, false statements and promises.

  For now I will accept half on her part and half on her sister dealership part, and
  not pursue the fees for the false bumper to bumper with any other customer
  protection agencies. 
  I do appreciate her offer of $250 but that still leaves me with expenses I should not
  have to incur.

  
  Regards,
  
  **** ******

  Business response

  09/25/2024

  On behalf of Luther CDJR we will apply Good Will of the amount of  $600 for the repair of Mr ****** GPS, also if Mr. ****** wishes to Cancel his Warranty Contract we will do so a pond his  request. Thank You Traci *********  

  Customer response

  09/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  To repeat my complaint issue, about the way I was treated and the false statements made
  not to mention the inconvenience for me and my friend **** ****** with the 3 trips it took
  to even get to the point of sale. $600 does not cover the cost of the GPS component required
  to resolve the issue that the GPS doesn't work, and never has. I did not need the GPS until I was on my return
  trip from East Aurora NY (south of Buffalo) 
  To repeat, I did not need the GPS to return home to Altoona the day of the sale and I did not need the GPS
  to go to my home in NY as I make that trip consistantly. However I did need the GPS from East Aurora
  due to the fact that I do not know the route from there to my home in Altoona.
  It may be that the person who traded in this truck, knew of this issue which I am sure that they had to,
  and due to the fact I was told that because they just took this on trade and had not taken the chance to
  properly go through it, including cleaning and detailing, which I was told would upon my return.
  Traci knew I had this trip, and she knew it would be about a two week time frame, so this should not
  even be an issue.

  Upon my return, I brought up the issue with the GPS and I had discovered that the front
  breaks were shimmying, which was not discovered until my return trip from East Aurora.
  Traci was fine about taking care of the breaks, but said I waited too long for the GPS
  and that was the exact same time frame. (They falsly claimed that they had agreed to take
  care of the break issue prior to my trip. In fact I was told by Jim the service manager that
  they had indeed at least checked the breaks and they were fine at the point of sale and should
  pass inspection which I request to be done upon my return along with a synthetic oil change
  and they agreed to.)
  
  This also doesn't include the fact Traci falsly told me my extended warranty was "bumper to bumper"
  and it should cover getting the passcode to unlock my truck. It turned out to only be an engine and
  drive train extended warranty and the Ford dealer Traci recommended in Altoona was going to charge
  me around $89 to recover. That dealership told me about the sister dealership in Ebensburg, and
  they (Ebensburh dealership) graciously recovered the passcode for me at no charge. Traci refused to assist with that cost
  and never mentioned her sister dealership.
  
  It is my position that only covering half of the GPS fix is unacceptable and that has been my stance
  from the beginning, and I stand frim on that. Not only have I filed a complaint here with you at the BBB
  but I have also registered a complaint with the Attorney General for the sate of Pennsylvania. I am also
  going to contact her dealership Corp and file a complaint, as well as the Consumer Protection agency,
  the FTC and if needed I will get attorneys involved. 

  This should never have come to this point. Traci is well aware of the false statements made by her and
  others, as well as the inconvenience of having to make 3 trips due to them keep changing the requirements
  to conclude this transaction. And that doesn't include my having to go to Ebensburg to ask for help in these
  matters. 

  I am appreciative of Traci was able to get me financed, but not with being forced to purchase a false warranty
  or any warranty as I made it very clear I did not want anything other than the truck. But if I didn't purchase
  the warranty I was stuck with no vehicle because I was told it was safe to complete the sale of my Toyota
  and be able to drive this truck home in about 20 minutes with no issue as the aproval was done. I was told
  what the payments were going to be based on the approval, but the payments Traci revealed were drasticly
  different due to her adding the false bumper to bumper warranty, and she told me that I had no choice either
  I get the warranty or I could not have the truck. That is legal jargon as I am sure my attorney will agree is blackmail 
  or at least coersion. We may have to find out. My firm is Fiffick Law group in Pittsburgh an AV rated firm.

  The main reason for these actions is their failure (meaning Traci and the dealership) to accept accountability
  for a reasonable request to have the GPS issue resolved, and the incredible disrespect, along with the all
  the BS situations I and my friend were forced to deal with and being forced to purchase a false "bumper to
  bumper" warranty, that Traci's reply when that was brought up not to be bumper to bumper was "that the
  mileage was over the bumper to bumper coverage miles, like it was no big deal that she misled me as to 
  the coverage, and I should just accept it that way. 

  When Traci agrees to resolve and cover the necessary fix for the GPS I will then drop my complaints
  or any attorny involvment that may develop. I stand firm on what is the right thing to do from Traci and
  that is to get this fixed and behind us.

  
  Regards,
  
  **** ******

  Customer response

  10/05/2024

  I do not know the exact dollar amount,as I do not know if it can be repaired,
  or if it needs to be replaced. All I am asking is to have the faulty
  GPS to be repaired or replaced to be fully functionable by the Northern Cambria
  dealership where the truck was purchased. It is totally useless in
  It's current condition,  
  No more. No less.

  Thank you.
  Yours truly,
  **** ******

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dealership fraudelent practices. I was told the vehicle was a trade-in. Purchased the vehicle. The very same day the check engine light came on. Took it back. They said they didn't know what was wrong and reset the code and said bring it back if it comes on again. Wed 12/20, the check engine light came on and car (2015 Chevy Trax) died. Had to have it towed to the dealership. Spoke to the Manager who fully admitted they bought it at an auction and supposedly paid $2,000 for a different dealership to fix the mechanical issues. Information that was NOT disclosed when the salesman sold it to me. I have a witness that was with me and will attest to that fact. The vehicle has been at the dealership since it was towed there on 12/20. They never called me to update me about the issues with it. I called this morning 12/23 and was told they have to tow it to another dealership (******* ** ******* **) to have it worked on. They would NOT provide me with a loaner vehicle and have made no attempt to expedite the situation and make it right. I have also filed a complaint with the State Attorney Generals Office. I want restitution.

  Business response

  12/23/2023

  Dear ********,

  It is never our attention to sell a pre owned vehicle that is not going to operate to our customer's standards. They are used vehicle and sometimes there unexpected break downs. My salesperson never misrepresented this vehicle, Mrs ******* came into our dealership looking to purchase a pre owned vehicle, my salesperson is a veteran salesperson been with our dealership for over 25 years he answered all her wants and needs and all the concerned she had, was very happy at the time of delivery even gave my salesperson a hug and was so grateful. After she had left to get gas she noticed her check engine light that was on right away she called the dealership and we told her to turn around and come back so we can get her car right into service which we did and found the code that the gas cap was not on correctly and she left the car running when she received her gas, our service dept corrected that issue.Then Wednesday 12/20/2023 she had called in and said her car will not run, Mrs ******* came into our dealership a bit angry and we tried to explain to her that we will take care of her issue with her vehicle,also told her that we are a Chrylser Jeep Dodge Ram dealer a we may not have the proper equipment to fix her Chev Trax properly, told her all that we have done to this vehicle for proper reconditioning before we sell any of our vehicle's that are PA State Inspected, it seemed to be unacceptable for Mrs *******. After further diagnostics we found that the 2015 Chev Trax need to go to our neighboring Chev garage for proper repairs. Unforturnately this is all happening on a Holiday weekend and all dealerships are Closed Chrismass Day, and we are at the mercy of the other dealership when we can get Mrs ******* vehicle looked at my Service Manager has been on top of this issue to get her Vehicle at the Chev dealership to get thing expedited properly, but this was unacceptalbe to  Mrs *******, she demanded a rental vehcile and was not very pleasant about it, she threatened to contact a Attorney and the State Attorney General which you see she did. At NO point did we ever REFUSE to fix and take care of Mrs ******* break down and repair of her 2015 Chev Trax. Thank You Traci G******** 

  Customer response

  12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   
  Regards,
  
  ***** *******

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6/27/2023 we purchase a 2014 Ford F150 XLT Super Crew 4X4. On the drive home, the truck broke down on the side of the road about 10 minutes from our home. It took us an hour as we sat on the side of the road to get anyone at the dealer to contact us to get it possibly towed. It took the dealer over 2 hours to get a tow truck to us but we were left on the side of the road trying to find a ride home. The dealer checked out the truck and said it was a sensor and it was replaced. We got the truck back on 6/30/2023. Another problem we’ve had with the truck is the brakes. The dealer said the truck had been fully inspected top to bottom before we purchased it but on 7/21/2023, I had to replace the front brakes because they were so bad there was absolutely no brake pad left. There is no way in less than a month of owning the vehicle that the brakes would’ve been that bad. Now today 8/8/2023 the truck has broken down again as my husband was driving to work. It has now broken down twice before the first payment is even due. This vehicle is obviously an unreliable. I have called Freedom and no one will answer the phone. When someone did answer, I was transferred to the service department and again no one answered the phone. I called again and asked for Danny the salesman I worked with and again no answer so I left a message and have not heard back from anyone.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2012 dodge ram 1500 doesn't pass inspection has over 5000 dollars worth of damage I'm not responsible for they refuse to schedule service and refuse to pay for it as well they are trying to screw me over they know they sold me a incompetent truck I have messages stating they will cover the cost now they refuse to even return a call I don't want this truck is pretty bad off I'm taking the vehicle to be serviced looking for a refund or reimbursement for these issues these are terrible people who continue to slander and make defamatory statements it won't be tolerated

  Business response

  07/14/2023

  Mr *******,
  I spoke with Mr ***** on Monday July 10th 2023, and offered him a solution, all he has to do is get the 2012 Ram 1500 to our dealership and we will look at his concerns and try to get everything resolved. He refused and used vulgar language to myself, my dealership and to Mr G******. I will reattach the text messages that Mr G****** and Mr ***** communicated. At this point I am not too sure that we even want Mr ***** back at our dealership with his temper and verbal abuse used. I hope you can understand how we feel and we want get this resolved.
  
  
  THANK YOU
  TRACI * G********

  When Mrs ********* and Mr ***** purchased their 2012 Ram 1500 on May 15th 2023 this vehicle was Safety Check and Pa State Inspected and Emission tested before it left our location on the day of May 15th 2023, that Friday before would of been May 12th 2023 when we agreed on the deal for the 2012 Ram they couldn't take the vehicle because of the repairs for the Pa state inspection, so as this Dealership was so kind to put them in a courtesy vehicle until Monday May 15th 2023 when there vehicle was ready for delivery. The transaction went fine. These folks couldn't have been happier with us. I have attached text messages between my Salesperson Mr G****** and Mr ***** who purchased this Ram, and NOT at any point did Mr G****** speak out of line or REFUSE to have Mr ***** 2012 to be brought in for repair. So I do not know any reason for this  complaint these customers should have with Mr G****** and our Dealership. 
  
  
  
  
  THANK YOU
  TRACI A G********
  MANAGEMENT AT FREEDOM CJDR

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩